New Quality Control service launched for in-house contact centres

Essex-based contact centre outsourcer Ventrica this week launched a new “Quality Control” service targeted at companies that manage their own in-house contact centres.  The offering is designed to provide a high calibre professional outsourced solution that will help companies better manage and improve their quality and compliance processes.

Operations Manager at Ventrica, Duncan Smith commented.  “We wanted to draw on and share our many years of experience of managing quality within our own contact centres. The service is designed to help contact centres who don’t have a proper quality control team in place, or for companies who do, but may need to ramp up their teams quickly to cope with an increase in call volume, and/or additional client interactions. Some organisations may even benefit from an impartial service to benchmark their internal QA department”.

Duncan Smith

He added, “We can quality manage both voice and data across customer service and sales channels, and we have the ability to manage the whole process, or clients can simply choose to use our service on an ad hoc basis when extra help is needed”.

In terms of voice quality, the service examines the standard call metrics across both customer service and sales calls including, pitch, tone, confidence, fluency, clarity, politeness, phone etiquette, and listening skills.  With ever increasing compliance, especially within the financial services sector, Ventrica also has the experience to apply the principles of the FSA’s (TCF) Treating Customers Fairly initiative.

Ventrica can customise a solution to fit the client requirement as well as provide live call monitoring through its Mystery Shopper Programme.

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